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What business cooperation can a restaurant have with IBM? Two seemingly unrelated industries have found a collision point on a project.
A few days ago, the Huanglong Hotel, which is located by the West Lake in Hangzhou, and IBM officially signed an agreement to devote themselves to the reconstruction and expansion project of the Huanglong Hotel, and improve the magnificent “wisdom” of the Huanglong Hotel with a comprehensive hotel management system and RFID (radio frequency wireless identification technology) and other intelligent systems. Hotel” blueprint.
According to the plans of the parties to the agreement, with the full support of Hangzhou Tourism Group, and through the joint efforts of IBM and telecom, mobile and other communication operators, the transformed Huanglong Hotel will provide unimaginable customers with a world-leading level of intelligence. Experience——Intelligent recognition at the first time, automatic setting of check-in preferences, hand-held guest room extension to travel around the world, and one-key dial to solve all difficulties.
Zhou Yi, vice president of brand communication and public relations at IBM in Greater China, who often travels for business, said that the “DNA” of the renovated Huanglong Hotel is outstanding even when compared with the current six- and seven-star hotels in the world.
Visitor image appears on TV and phone can roam
“I recently traveled to Shangri-La in Shanghai on a business trip. Shangri-La used to be unable to book a room. After I went there, I felt that the lobby was empty. I asked the waiter in the lobby, why are they so attentive now? The waiter said. Now the occupancy rate of hotel customers is only 30%.” Zhou Yi said, “There are so many rooms empty, I think the hotel boss must not be able to sleep at night.”
This is also one of the driving forces behind the reconstruction and expansion of the Huanglong Hotel. In response to the specific needs of Huanglong Hotel, “IBM Global Information Technology Services combined its elites to design a complete set of breathtaking ‘smart hotel’ solutions for Huanglong.”
Du Hongxin, general manager of Huanglong Hotel, said that when a guest walks into the hotel, or when there is a distance of five meters from our front desk and the gate, the waiter will know which guest, or who is the key member. When the returning guest comes back, he can call his name. This is because we use RFID technology; the guest does not have to worry about finding his room. When he exits the elevator door, the sign in front will show In the room number area, the arrow can keep flashing and guide him according to the different time he arrives in the room; if the doorbell rings, the traditional hotel needs the guests to get up and take a look through the cat’s eye, but the renovated Huanglong Hotel does not need it. By doing so, you can see through the TV screen who is ringing the doorbell without getting up.
Bernard Elharrar, general manager of IBM Greater China Global Information Technology Service Department, also said that after the renovation, VIP customers can be automatically recognized by the system as soon as they enter the hotel with only a special smart card, and the check-in process can be completed without any formalities; Automatically set according to the habits of the guests, such as automatic temperature adjustment.
In addition, through the mature application of RFID, customers can enjoy unimpeded communication experience with the outside world anytime, anywhere. Usually, if there is no local mobile phone, it is difficult to solve foreign communication problems due to roaming and standard restrictions, and foreign guests staying at the Huanglong Hotel will no longer have to worry about it. The telephone extension in each room of Huanglong will have the characteristics of the mobile phone system. Guests can not only use the mobile extension terminal in the hotel, but also pass through the urban area of Hangzhou or roam to other cities. At the same time, the telephone bill will be directly recorded on the guest’s room bill, which can be easily handled in one-stop when leaving the store.
After more than a year of running-in, we officially cooperated to create an intelligent “core”
The reporter learned that Hangzhou Huanglong Hotel is an important hotel under the Hangzhou Tourism Group Corporation. It has had close cooperation with the Hangzhou Municipal Government for many years, and has undertaken many important conferences and VIP receptions. It is a window to display the image of Hangzhou. The reconstruction and expansion project started in 2007 with a total investment of 1 billion yuan. It is expected to be fully completed in early 2010. The goal is to become the most luxurious and intelligent five-star hotel in Zhejiang Province.
Du Hongxin, general manager of Huanglong Hotel, said that with the progress of the times and the development of society, more and more new international hotels have entered the hotel industry, which has made the competition in Hangzhou’s hotel industry increasingly fierce; on the other hand, the financial crisis has also caused Hangzhou’s tourism industry to face new challenges. challenge. How to break through the siege, continue to write and surpass Huanglong’s past glory, has become the primary problem faced by the management of Huanglong Hotel.
As a result, Huanglong, as a key development hotel of the Hangzhou Municipal Government, invested 1 billion yuan by the Hangzhou Tourism Group to start a reconstruction and expansion trip called “Excellent Quality, Five Stars Set sail”.
Du Hongxin said that the renovation and expansion project of Huanglong Hotel has brought together many top design and construction enterprises at home and abroad. When choosing partners, the hotel not only pays attention to its professional ability, but also pays great attention to the successful experience of serving top five-star hotels. The outstanding strength and rich experience in the field of “hotel” stand out. The hotel has high requirements and innovative ideas for creating customer experience. IBM has enough capabilities, technology, personnel and credibility to ensure all realizations, turning seemingly “impossible tasks” into “impossible tasks”. A high-experience hotel that can be felt, touched and enjoyed.
According to Du Hongxin, in this work, they have gone through stage-setting tests, discussions and corrections again and again for nearly a year. IBM has sent the best technical team, mobilized the technical forces that can be mobilized around the world, and even sent scientists from IBM Labs to help promote and integrate the project.
Cost savings increase customer satisfaction
Relevant persons from the hotel side said that the expected smart experiences not only benefited from IBM’s powerful smart hotel solutions, but also stemmed from the highly consistent innovative ideas between Huanglong Hotel and the IBM project team, the close collaboration in the work process, and the full mutual trust and mutual assistance. On the level of hotel business and management process, the Huanglong team provided many valuable ideas and clues, enabling IBM to subtly integrate applicable IT technology into the actual operation of the hotel, forming a seamless intelligent operation and management.
Bernard Elharrar said that IBM’s innovation has two aspects, one is to take good care of guests and bring new feelings to customers; the second is to manage the hotel well. Through this system, the work efficiency of employees can be increased, and the labor cost of the hotel can be increased. Down, the core competitiveness of the hotel can be reflected. Due to the use of technology, it can bring more surprises to customers and increase customer satisfaction.
Moreover, “the hotel industry is a very competitive industry, and I hope that Huanglong will become a model to promote the development of the entire hotel industry.” BernardElharrar said.
Will the price of the renovated hotel increase significantly? In this regard, Du Hongxin explained that the price is determined by the market, and a hotel must have the “DNA” of development and the value of development, and the core content is modern technology. Even if it has “smart”, Huanglong Hotel will not lose the big because of the small, and let customers experience modern, fast and efficient, “Such a customer spends 1,000, 2,000 yuan today, and will continue to spend 1,000, 2,000 yuan tomorrow, It’s an investment philosophy, and we’ll price it based on where the market is positioned.”
It is understood that the entire renovation and expansion project of the hotel includes the design, project management and specific implementation of more than 20 subsystems. Currently, the overall progress is smooth and will be completed and put into use in the first half of next year. The rebuilt Huanglong Hotel will far exceed the existing international standards and become the world’s leading intelligent hotel, setting a new intelligent coordinate for the domestic hotel industry.
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